Why Phone a Call Centre When You’re Deaf?

An elderly woman called me a few days ago and she couldn’t hear a thing I was saying. She was also very rude and verbally abusive.

She wanted to renew her policy. A very simple procedure. But, as normal, because we are regulated by the FCA (was FSA) we have to give certain information before taking payment details.

‘I can’t hear you’, she started. I spoke louder. ‘I haven’t got a clue what you’re saying. I can’t hear you.’ She repeated. I tried again very patiently, speaking louder and slower. ‘I haven’t got a clue what you’re going on about. All I want to do is renew my policy and all I get this crap. You people are ridiculous. I’ve got my card here to pay you. Why can’t you just take the number? I can’t hear a thing you’re saying.’

I had had enough by this time. I told her to send it in the post. She hung up.

If she was that deaf why was she using the telephone? If she was that deaf how could she say she didn’t know what I was talking about? She was obviously a very rude and ignorant person.

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